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Polycom VVX 510 - duplicate IP everytime on reboot

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Occasional Visitor

Polycom VVX 510 - duplicate IP everytime on reboot

Hi There,

 

We have 6 polycom VVX 510 phones that always display they have a duplicate IP on reboot. the duplicate IP even if removed from DHCP changes nothing and it still would display the same message. the error often displays a different duplicate IP device so do not believe an actual device is at fault here

 

  1. We have tried setting a static IP on the DHCP server for the polycom device and no change
  2. the duplicate ip device is standard DHCP lease and if removing from the server makes no change.
  3. No other device in our environment are affected which includes laptops and Polycom trio 8800's.

 

The details of the phone are:

IP Addressx.x.4.154
UC Software Version5.9.4.3247
Updater Version5.9.7.31274

 

 

  Any ideas on other causes?

3 REPLIES 3
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Polycom Employee & Community Manager

Re: Polycom VVX 510 - duplicate IP everytime on reboot

Hello @originalsauce ,

 

Welcome to the Poly Community.

A Poly phone sends an ARP with its own IP to find out if anyone else has this IP. If it gets a reply it will show this message.

 

From the attached screenshot an Intel device claims this IP. The Trio may be slightly different as it's Android-based compared to the VVX which is Linux based.

 

We would need to see a Wireshark Trace from a spanned port but this is outside of my ability within the community. Other Volunteers may offer to help but if this fails please work on getting this into support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
Highlighted
Occasional Visitor

Re: Polycom VVX 510 - duplicate IP everytime on reboot

Thank you very much Steffen.

 

Port mirroring on the polycom shows an ARP packet to the Polycom phone which relates to the duplicate IP error.

 

I can see ARP request from an intel device from SOURCE x.x.5.60 (5.60 is the device showing as "duplicate IP" on the polycom) to the destination polycom device.

 

Do you know a way to stop this as we can definitely say its ARP traffic being the issue here.

 

Message 3 of 4
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Polycom Employee & Community Manager

Re: Polycom VVX 510 - duplicate IP everytime on reboot

Hello @originalsauce ,

 

globally I am not aware of a similar case in our support organization so it must be something locally with your installation.

 

  • Are these phones powered via a PoE switch or a local Power supply?
  • If a local power supply have you checked that the phone is actually using the Lan port to be plugged into the network any connected PC is using the PC port?

If this is still the issue and no other volunteer has any other ideas please get this into support.


In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4